Junior Support Manager

About us

Fidesmo is an innovative technology company headquartered in Stockholm, with a research and development center in Madrid. The company focuses on creating a platform to distribute contactless services to any device equipped with a secure chip. Our vision is to enable devices such as watches, bracelets, rings, mobile phones to handle tasks like making payments, accessing public transportation, entering office buildings, or renting vehicles.

Our main service is Fidesmo Pay, launched together with Visa, Mastercard, banks, and a select group of manufacturers of wearable devices. As Fidesmo's customer base grows and the scope of its activities expands, we recognize the need to strengthen our commercial team with a Junior Support Manager.

Role description

Fidesmo is looking for a proactive and detail-oriented Junior Support Manager to join our Commercial Team in Stockholm. The person in this role will be Fidesmos first line responder and responsible for handling customer inquiries, coordinating, diagnosing and resolving technical issues, and creating clear and engaging content about our system's features, aimed at both end customers and OEMs (partners).

As a small company, we value individuals with drive, accountability, and a continuous improvement mindset. In this role, you will be part of the Commercial Team, where business and account management go hand-in-hand. No task is too big or too small, and we appreciate those who aren't afraid to roll up their sleeves and get their hands dirty.

Key Responsibilities

Customer Assistance:

• Serve as the primary point of contact for existing B2B customers, providing timely, accurate, and high-quality assistance on product inquiries, technical issues, and operational questions.
• Manage and prioritize support requests across various channels (e.g., email, ticketing system), ensuring all service level agreements (SLAs) are met.
• Document support interactions and solutions meticulously to build a robust knowledge base.

Support Operations Development & Scaling:

• Actively participate in projects aimed at improving support efficiency, tools, and processes.
• Identify trends in customer feedback and issues, translating them into actionable insights for the Commercial and Product teams.
• Assist in developing and implementing strategies to scale our support infrastructure as the company grows.
• Escalate complex incidents to the appropriate team when necessary.
• Write articles and guides on system functionalities, tailored to different audiences (customers and OEMs/partners).
• Take screenshots, edit them, and highlight them to illustrate articles using Canvas or other similar tools.
• Keep documentation up to date and accessible, contributing to a clear and efficient user experience.

Commercial & Product Liaison:

• Work closely with the Commercial and Product teams to ensure a unified customer experience.
• Champion the voice of the customer internally, contributing to feature improvements and product roadmaps based on support data.

Who You Are

• You have 1–3 years of professional experience in a customer-facing role such as customer support, technical support, or account management, preferably within a B2B or tech environment.
• You possess a genuine interest in either Product or Commercial development, looking to grow your career at the intersection of support, strategy, and business growth.
• You are a self-starter with excellent problem-solving skills and a proactive, 'can-do' attitude.
• You have professional communication skills, both written and verbal, in English.
• Experience with a modern ticketing system (e.g., Freshdesk) is a plus.
• Education: Academic qualifications such as MSc, BSc, MBA, or equivalent.
• You are based in Stockholm and prefer in person interaction over remote/digital interaction with colleagues.